CTstage help bestow card to seize the Chinese Mu
RECOMM into the root cause of China's vast market is optimistic about the prospects here, only the Dalian Mu Dalai card beachhead positions.
Morning at 8 o'clock, island Tianan Hao came to the company on time as usual. Pushed open the door, see Shimada, OKI's technical services staff from the machine room is intensely busy - before the official working hours, they must complete in-house call center system CTstage with updates and debugging.
Unique in the way of a Japanese simple and polite with each other greeting, the island track straight across the hall tidy office, came to his office. On the table stood the secretary prepared the business call center data. Shimada read at the time, and the seats have been gradually coming on behalf of the company. 8:30, on behalf of all the seats are open on the computer, put on headphones and started the day's work.
When you stand on this compact but well-organized, with a typical Japanese-style office lobby, courtesy of the seats to see the representatives of the ear from time to time various tones of the Japanese came, you will have no doubt that they are in Tokyo or Yokohama, a large company call center. However, looked out the window from the building, the distance stands the Dalian Labor Park Tower and in front of all to remind you: This is the commercial center in Dalian, China.
This is the Dalai card Dalian Mu - a unique call center: it's based in Dalian, China, serve are all companies in Japan; it on behalf of all the seats are all Chinese, but their working languages it is entirely in Japanese; majority of call centers in the country engaged in just a simple inbound business, it is more avant-garde conducted offshore outbound business.
Unique outbound business
The parent company of Dalian Mu Dalai card RECOMM Co., Ltd. of Japan. As a direct sales for Japanese companies telephones, fax machines, copiers and other information and communication products and OA products, sales agent company, RECOMM the first to FC (Franchise Chain, Franchise) introduced in this area. Since its establishment in 1994, this company based in Tokyo's Shinjuku has joined the agency has more than 50, the annual sales income of 60 billion yen, and firmly established itself in Japan, sales in the area of communications leader.
As with other marketing companies, RECOMM the beginning, she used the traditional way to sell products, from business to represent their contact with target customers, an appointment time for a meeting, then home visits, details of products to customers performance and price. In business development, RECOMM found that the traditional sales methods although easy to operate, but very labor-intensive. Sales representatives on the one hand to collect vast amounts of customer information, from which to judge the potential value of selected customers, on the other hand have to call their own contact information on this product before it can bring to the clients on their interviews, so down, a sales representative usually not the day to visit several clients. The extreme focus on the efficiency of sales companies in Japan, this phenomenon is almost unbearable.
With the rapid development of call center industry, particularly in the sales area of its rapid penetration, making the sale of the company now has another option that is outbound call center operations. In the modern call center system, the computer can help market companies to quickly lock the target, then the agent from the call center representative directly with customer communication, recommend to its products, and conduct dual sales, dramatically improve business Xiaoshuai. However, the practice shows that this approach to improve efficiency, but also makes the sales success rate dropped significantly. The only reason is that the telephone exchange media such as the effectiveness and communicate with customers face to face far from the effect.
Is there a way to ensure success in the premise, but also to maximize sales efficiency? RECOMM that part of the interview with the client can not be omitted, or even can not reduce, at this point, the call center agent can not replace the company's sales representative on behalf of, but it is entirely possible for call center sales representative to contact customers to arrange an interview time and place, For this part of the business is relatively simple, general agent on behalf of fully capable, while the sales representative can no longer ignore the complicated preparations before the interview, the interview focused on their business, take a tour of a customer on the line. In this way, sales representatives can not only visit more customers, but also more conducive to their interview opportunities will translate into sales opportunities.
Dalian Mu became the Dalai card call center to implement this idea. Here, the call center is called the booking agent on behalf of staff, a sales representative in Japan were known as the interviewers.
“Brainstorm” the decision
Why should call centers located in China? Zhe Shirang many puzzling problems, We know that the appointment of Dalian Mu Dalai card objects are all local companies in Japan.
“Maybe the cost of it! “This is probably the first reaction many people got the answer. Yes! Compared with Japan, China's labor cost is relatively low, which is why many Japanese companies have reason to invest and build factories in China. But Shimada told reporters that the cost of the call center does not promote RECOMM in China, the main reason. In fact, setting up call centers in China, although salaries are relatively low, but considering the early training of staff, all Japanese model of management fees, the cost advantage is not obvious. In addition, the establishment of call centers in China, but also taking into account the cultural differences between the impact on customers, and to adapt to Chinese culture and policy environment. If you only consider the costs, call center established in China may be wasted.
Rumors, RECOMM originally planned to call centers located in Okinawa, Japan. But one day, RECOMM President Ito Hidehiro chance to see in the newspaper, Japan's financial companies have set up offshore operations in China, Ito Hidehiro were “an inspiration” and produced “Why do not the call center being built in China yourself. ” This rumor is true, I am afraid only Ito Hidehiro himself knows that. In any case, their whims and not the Japanese people for the character, especially in such a major business strategy decisions. Shimada said, RECOMM set up call centers in Dalian, China after a careful research before. In fact, RECOMM on China's vast market had “favor” for a long time, just do policy reasons, have not been able to enter. China's accession to WTO, sales areas will be gradually liberalized, foreign-funded enterprises will gradually be allowed to carry out product sales agent in China business. Prior RECOMM understand, since 2005, foreign sales agent can be in communication products in China, no doubt prompted the call center RECOMM determined the direct cause in China. In China, the Japanese have a rich human resources and good investment environment in Dalian, is undoubtedly the ideal city.
To be sure, the so-called “an inspiration”, in fact, after careful consideration. Dalian Mu Dalai card is ready to aggressively enter the Chinese market RECOMM a beachhead.
Desired choice
In early 2003, RECOMM formal decision to establish call centers in China, the center finally in October 2003 in Dalian, China, setting up and started for the Japanese homeland, the Ministry of FC Business booking service.
Operation for some time, Shimada, found a key issue is how to improve China's reservation staff interviews with Japanese collaboration between staff efficiency. In the beginning of the work, customers booking agent on behalf of clients when the situation needs to write on the board, when the reservation is successful, the representative agent needs to corresponding customer information that is relevant information (such as location and time of interview, etc.) by e-mail, fax, or telephone interviews notify personnel in Japan. The interviewers after the interview, also need to interview the same way the results and the feedback related to China's call center, representatives from China's seats of these data into the database. The whole process is not only very complicated and complex, making the efficiency of the staff on both sides is very low, and often in the process errors, such as communication and information transfer is not timely or errors. Shimada recognize that if we really want to play out of all of Dalian Mu Dalai card effect, you must use a complete, sophisticated call center system to simplify and standardize the entire process.
Determined later, Dalian Mu Dalai card project selection began. By chance, selection team visited the showroom OKI products, to observe the CTstage product demonstration, when the transmission line through the distant past when a clear voice, CTstage share this in Japan about the first call center products child touched their hearts. Selection Panel also learned that, OKI CTstage build the integrated call center, that is only one server can build a call center, customer service centers to achieve the full functionality, do not need to buy another switch, IVR servers and other hardware devices . Harmony Dalai card for Dalian, the equivalent of only the money spent to buy a machine, but realized several sets of system function, and its excellent price-performance ratio is the other competitors can not match. In addition, owing to the technical composition and IVR servers no longer need to connect, the system becomes very simple composition, its upgrade and expansion can be fully functional by the software to increase and change to achieve. In the future, Dalian Mu Dalai cards need to increase both the value-added services, real-time video data transmission, for system expansion or increase in off-site call center system, Ctstage can in the shortest possible time with minimum cost to achieve.
CTI markets as Japan's undisputed number one manufacturer, OKI (Oki Electric Co., Ltd., Japan) in Japan has a strong influence, the Ctstage success stories throughout the power system, finance, insurance, telecommunications, manufacturing, home appliances and other industries. In the China market, OKI in Jiangsu Province set up the wholly owned subsidiary of Oki Software Technology (Jiangsu) Ltd. to CTstage Chinese market expertise in technology development and service support, the corresponding multi-language systems to ensure rapid customer system correspondence. OKI-rich areas in the call center, mature experience in the construction and services is undoubtedly choose CTstage Dalian Mu Dalai card to another major.
October 2004, CTstage system formally put into operation in Dalian Mu Dalai card, the initial success of project implementation. As RECOMM expected, between the cities of Dalian and Japan, the staff work closely to achieve the convergence. By CTstage system, Dalian Mu Dalai seating cards on behalf of direct access to customers in Japan on the server database and used to conduct outbound business. Results booking agent on behalf of the end of the conversation and customers were simultaneously entered into the database, the Japanese officer may real-time understanding of the interview appointment results, preparing travel arrangements for your interview. Communication and collaboration both directly through the network to be completed, fully sharing information, collaboration is more simple and efficient.
CTstage system also gives full consideration to the use of Chinese workers demand. Through the system, a detailed record of seats on behalf of customers are using what type of machine, to understand the current customer needs, habits and reasons for dissatisfaction. Through the accumulation of this information, agent on behalf of the next communication with the customer when the customers do not have to make repeated Read up on past information, but can go directly to discussions of the question, so can significantly improve the efficiency and success rate of booking. In addition, CTstage provides automatic dialing features, seats on behalf of a computer screen, the customer contacts database system can be directly allocated to customers on the phone. It also significantly help reduce the call agent on behalf of error rate. Shimada told us with satisfaction, in the CTstage system implementation, the agent on behalf of the efficiency of calls increased by 10% to 20%, while the success rate of the telephone booking up to 40%.
In addition, Ctstage also to Dalian Mu Dalai card management very convenient. The previous call center operational data collected by the management manual, which is a huge workload. Application CTstage system, the system automatically generates the day's business daily data, such as the total number of outgoing calls, booking successful telephone and so on, so as to reduce manual management. And, like many of the offshore business, the service language is also facing Dalian Mu Dalai card one of the problems. Although rich in Dalian Japanese people, but the Chinese agent on behalf of Japanese when in use there are some not accustomed to. Familiar with the representative agent as soon as possible to help the Japanese customer service appointments in the past, the management by the Japanese representatives sitting in seats around to guide them in the service when the service using the correct terminology, but this is often the representative agent would be more nervous not to play the best work. CTstage own management tools through the monitoring function, managers need to put pressure on the representative agent under the premise of the representative agent's appointment can work on real-time management, and customers to ensure good communication.
Strategies in China
On the investment income when Shimada admitted, Dalian Mu Dalai card has not yet become profitable. However, Shimada said, Dalian Mu Dalai Card is not a direct profit sector. In addition, the Dalai card Mu operating time is not long, still in the early stages of business development. For a call center, if not more than 100 of its employees, then the cost advantage is difficult to reflect the scale, and now the total number of call centers is less than 60.????????????????????C???????????????????????????????????????????????????????????????
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